Job Information
Worldpay, LLC ITSM Reporting Manager in Cincinnati, Ohio
Job Description Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world. About the team We are building a world class IT Service Management (ITSM) team from the ground up, using technology and knowledge to empower colleagues to delivery exceptional market leading services to our internal and external clients. This is your opportunity to join the rapidly growing international Governance, Improvement & Reporting team, with a focus on driving Worldpay forwards in the way it makes knowledge-based decisions, built on solid data-driven evidence. Leveraging an Agile-aligned framework to provide innovative data solutions driving real business value to both our internal and external customers. What you will be doing This role is a key position within the Reporting team and will play a critical part in defining and driving the global implementation of ITSM data collection, management, analysis, and reporting. You will take responsibility for stakeholder engagement as well as guiding Worldpay colleagues towards the best delivery options available to achieve our mutual goals. You will need to have a breadth of experience across reporting within the ServiceNow platform, from requirement gathering, through sign-off, to delivery. You should be hands on technically, but also have strong soft skills, be able to collaborate with colleagues and business partners but also work through a problem alone. Responsibilities include, but are not limited to: Forming an important part of a team of reporting engineers delivering best-practice data management, analysis, and reporting solutions in an Agile-aligned team. User engagement and scope capture, to understand their strategic goals and for delivery of analysis/reporting solutions. Design and delivery of analysis/reporting solutions to end users and ensuring they can drive value through data/analytics capabilities and technology. Ongoing support of solutions, including incident break-fix and bug-fix work. Use of multiple ServiceNow functions/modules to create real-time, dynamic analytics dashboards and provide reporting functions to end users. Take personal responsibility for quality of your individual deliverables, and contribute to the quality assurance of your team's deliverables. Become an integral part of the wider team, supporting key projects and programs critical to its success. What you bring: ServiceNow Reporting: An exceptional knowledge of the ServiceNow reporting functionality. ServiceNow Performance Analytics: A comprehensive knowledge of the ServiceNow Performance Analytics functionality. ServiceNow Process Mining: A comprehensive knowledge of the ServiceNow Process Mining functionality. ServiceNow Data Architecture: An excellent knowledge of the ServiceNow database structure and data architecture. ServiceNow KPIs / Metrics: A good understanding of KPI's, metrics and other ServiceNow measurement methodologies. Report Development: Creating interactive dashboards and reports in ServiceNow that provide clear, actionable insights and meet user needs. Data Analysis: Analyzing data to understand trends, patterns, and insights and support colleagues in their reporting design and use. Communication: Effectively conveying complex data insights in a clear and understandable manner to stakeholders, and able to tailor results into language appropriate for the audience. Problem Solving: Strong analytical and problem-solving skills with an eye for detail. Open Minded: A willingness to learn and adapt with a positive attitude to challenges and opportunities. Detail Minded: These responsibilities require a robust understanding of data reporting, and meticulous attention to detail / aesthetic. Specialist Skills: Skilled at using the Mic